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Complaint Details
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Initial Complaint
05/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
WOW will not credit me $216.00 as indicated once I cancelled my cable services o March 21, 2022. I have called and spoken with several representatives to no avail. They have changed my cancelation date to March 28, 2022 which is not correct, I called and cancelled on Marxh 21, 2022. They have been extremely dishonest in the process and will not refund me. Please help.
Business response
05/12/2022
The last payment that was processed for this account was partially owed for services that were provided. We have back dated the disconnect date and this customer is owed a credit of $17.15. That billing statement ran from March 3 through April 1. The former customer did in fact have services during this period that were provided. The customer disconnected on March 21, 2022, therefore the billing for the period between March 3 and March 21 is valid and was owed to WOW! The customers credit has been processed through NorthLane and they can be contacted at **************.Initial Complaint
05/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have had the same issue with my video service and other problems with this company. I will specifically ask for a tech and they will send out a contractor which I told them I would refuse. In the past every contractor that has come out has messed things up and a tech has had to be called. The last time that happened the tech told me to specifically say that I would refuse a contractor. Two calls ago they sent a contractor about the sound on the remote buttons not working. He said it was fixed and was not. A tech came out for the problem and said the remote was bad. He gave me a new remote and it worked. I had to sit home and wait 2 days because of this. The last time I had problems with the picture quality (picture breaks up) and a tech was sent out only to tell me that a connector was on backwards and the outside connections were wrong. Everything worked for a few days and then bad again. I called again and was told that I could not get an appt with a tech for 7 days. I said this was unacceptable and he told me he'd connect me with a complaint ***** I was transferred there and the man said the earliest I could get an appointment was on Fri. May 6 and I'd have to wait from 8 am to 9 pm for someone to show up. There is no excuse for this type of service for being a customer for as long as I have been. My son had the same problem and was told that it had nothing to do with the residence that it was their substation that was sending a bad signal and that it happened every time it rained. Been raining here and happening. I'm not sure if that's the issue here but If anyone needs to contact me, feel free.Business response
05/05/2022
The customer expressed that he spoke to a WOW representative that was able to secure him an earlier appointment time. The WOW representative appointed a WOW technician to troubleshoot the matter during that conversation. No further action is required to resolve this complaint.Customer response
05/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Customer response
05/24/2022
Complaint: 17140315
I am rejecting this response because: This is the second complaint I have had to file for mom about the same issue. The first time was because I asked for a tech and not a contractor from there and WOW said it would take a week to get a tech out and they were rude and couldn't guarantee it. After filing the complaint a rep from Madison ******* contacted me and got them to send out a tech sooner. The reason for it was the issue of the picture constantly breaking up, freezing and starting up at a later part of the program. The tech that came out told me everything was corrected and he was also going to send out a second crew to check all of the connections. Not sure if anyone ever showed up because I was never notified. It didn't take more than 3 weeks for the same issue to start up again. Not sure why WOW can not get this fixed. I lived in the same development and had the same problem. It persisted for close to 6 months NEVER getting fixed. I finally quit WOW. Also 2 techs ago the guy came out and told me that one of the add ons was never necessary and it was costing mom an additional $2 a month for I don't know how long. There was never any type of adjustment on her **** for it and actually this last **** was raised another $10. It's a shame that she has had WOW here for almost 16 yrs and that they s**** over a 97 y/o woman like this.
Sincerely,
*****************************Business response
05/27/2022
Please give more time to address this complaint.Business response
06/01/2022
A technician was dispatched to the customer's home, where they addressed the technical issues outlined in the complaint. Our technicians fixed the know issues but gave the customer a direct line to provide an update.Customer response
06/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
04/14/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I had service installed on February 26, 2022. The same day I tried logging into my online account and got an error. I reached out to WOW customer service that same day (2/26), and they were not able to resolve the issue and said a ticket had to be opened. After hearing nothing from them, I contacted WOW again on March 3. Same story of a ticket that needed to be opened. I have reached out to WOW customer service (by both Chat and Phone) on February 26, March 3, March 7, March 15, March 21, March 28, March 31, April 4, April 6, and April 12 and the issue still is not fixed. Every time I speak with someone, they say that it will be escalated and resolved in 1-3 days, but it never is.WOW! Account Number: XXXX****Business response
04/21/2022
I spoke with the customer and he is able to access his online account.Customer response
04/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********
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Get a QuoteCustomer Complaints Summary
552 total complaints in the last 3 years.
171 complaints closed in the last 12 months.
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